The Research On CRM Applying For Telecommunication Service Provider

The deregulation of telecommunication market in both voice service and value-added service is inevasible. In recent years, the competition in telecom SP market has been becoming more and more intensive, the focus of the competition has shifted from pure price basis to service-price basis. How to improve service for present customers, customer loyalty, explore potential customers have become concerned issue for telecom SP. In this kind of situation, CRM is certainly playing a more and more important role.In China, there are more than 3000 firms in telecom value-added service sector, but practices of customer relationship management is still in its early stage. The dissertation tries to describe the theory and connation of CRM, furthermore, from the angle business characteristics of telecom SP and relating to CRM theory, discusses the application of CRM in telecom SP business. Form another aspect, the dissertation chooses a representational virtual telecom operator (XBST telecom consulting Co) as a research sample. Through the research on current situation of information management in XBST, the dissertation analyses the necessities of applying system structure in the sample company, and provides the targets, principle and analyses in detail about the requirements, structure, and functional models of CRM system in XBST. At last, the dissertation describes the results and key success elements of the project. Hopefully the dissertation can give some help and inspiration on other CRM implementations project for other telecom service providers.